Work experience

• Field Service Representative

  New York Life Insurance

  2022.10-2025.01

  (2 years)

  · Provide excellent day-to-day customer service to agents, clients, and Field Management, either in person, over the phone, or through electronic communication · Support agency management in the on-boarding of new agents · Participate in event planning for training sessions, kick-off events and other meetings · Process agent contract and license requirements; resident and non-residence requirements, license renewals, and funds related to contract and license functions · Process declination letters, refunds of policy payments · Support agency management in supervision of agents including review and documentation of Supervisory Interview and Inspection (SII) process and preparing reports. · Reception duties: welcome guests, manage meeting room reservations, handling incoming and outgoing mail, answering phone and managing voicemail
• Customer Service Representative

  Waste Connections

  2022.04-2022.07

  (4 months)

  · Worked in conjunction with other departments to resolve customer disputes. · Effectively communicated issues, needs and opportunities with customer service employees and other managers & solicited sale of new or additional services. · Spoke with customers by phone and received orders for installation, turn on, discontinuance, or changes in service. · Filled out contract forms, determined charges for service requested, collected deposits, prepared change of address records, and issued discontinuance orders. · Took payments, bank deposits, key word orders, keys production paperwork and general office duties
• LNP Specialist

  8x8

  2019.07-2020.03

  (9 months)

  · Managed local/toll free number porting requests which required manual handling · Using Salesforce, worked with end user/partners and various carriers and providers to process number ports in a timely manner · Provided Customer Service Records to customers changing service providers · Maintained and updated LNP team wiki with best practices and standard operating procedure updates · Assumed responsibility for project to revise and update all LNP team correspondence templates
• Customer Service Representative

  Gobble, Inc.

  2017.08-2019.06

  (2 years)

  · Customer Service department trainer: coordinated onboarding and training of all new Gobble CSRs; took customer calls as needed per call volume · Fraud prevention: in charge of removing duplicate/fraudulent accounts and removing unearned promotional credits · Logistics Issues coordinator: researched and resolved order delivery problems for customers · Led “quick response” teams to mitigate various immediate issues in billing/order deadlines/special offers · Contributed to ongoing process and improvement of both Customer Service and company-wide policies & procedures
• Customer Service Representative

  TheRealReal, Inc.

  2017.03-2017.08

  (6 months)

  · Assisted customers with purchases, returns, and website issues using ZenDesk · Researched and resolved shipping issues · Contributed to ongoing process and improvement of both Customer Service and company-wide policies & procedures · Maintained customer satisfaction rating of 90%+
• HR Admin - Contractor

  PRO Unlimited

  2016.11-2016.12

  (2 months)
• customer service representative - personal lines

  Sundquist Insurance Agency

  2015.09-2016.01

  (5 months)

  · Managed, prioritized and responded to questions and complaints using phone, chat, and email · Solicited and issued new policies to new and existing customers · Assisted with commercial lines customers as needed · Originated and maintained departmental information board · Streamlined and organized order processing system to handle expanding workload · Organized internal and external report distribution lists · Maintained appointment calendars for executives and scheduled conference room · Perform daily bank deposit reconciliation.
• Customer Service Representative

  J&C Corbett Insurance Services, Inc.

  2012.01-2013.01

  (a year)

  · Issued new policy documentation to clients · Assisted clients with certificates and policy endorsements as needed; acted as liaison between clients and insurance companies with underwriting issues and documentation · Researched and solved customer problems quickly and professionally
• Sales Agent

  Esurance

  2010.01-2012.01

  (2 years)

  · Converted inbound sales leads into revenue by completing sale of new auto policies in top 15% of sales group · Followed up with outbound leads provided by potential customers · Cross-sold other products; had top referral rate for sales department of 66%